topic Re: No power to APs on any ports after extended shutdown / POE Failure in RUCKUS Support for Lennar Homes

No power to APs on any ports after extended shutdown / POE Failure

HN2023 — Sat, 07 Jan 2023 20:46:47 GMT

Contacted Samsung smartthings, thinking it was a Smartthings issue. Ran diagnosis with system by resetting, power off / on, then direct cable to Smartthings instead of Ruckus and all appliances worked. Contacted Lutron, did the same thing to isolate the issue. It appears several of my neighbors who have the same product (Lennar home) all have had the same issue with their Ruckus and Ruckus replaced their product.

When products are routed through Ruckus, nothing is working - all appliances are offline. When plugged direct (without Ruckus) products work.

Any assistance in getting this resolved to get my Lennar Smart Home back to being a smart home would be appreciated.

ID: ICX7150-C12P-2X1G

Re: No power to APs on any ports after extended shutdown / POE Failure

Sgatjens — Mon, 09 Jan 2023 13:58:47 GMT

Hello

Please confirm if you have experimented some of the following symptoms:

Symptoms

*All the devices are not getting power:

*But the data traffic is working, for example if you connect a computer will work.

*You have confirmed that the Ethernet cables are working fine.

*You have confirmed that all the port worked for data but not for PoE

Also please let us know:
-Is the ICX7150-C12P powered up? Can you see any lights on it?
-Are the APs (Access points / WAPs) powered up? Can you see any lights on it?
-Is the ICX connected to your ISP?

Re: No power to APs on any ports after extended shutdown / POE Failure

Jayavidhya — Mon, 09 Jan 2023 14:31:13 GMT

Hi @HN2023

Please confirm if all the devices that required power are no longer powering up, if that is the case follow up the next guide, are just some devices follow up the step two.

How to perform a Software recovery on an ICX7150 switch

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-re...

Ruckus ICX Recovery Load boot code from boot monitor

https://www.youtube.com/watch?v=RHriOYYD_iI&t=7s

2:IF not all the devices are affected, there is a possibility that the PoE(ppower over Ethernet) was disabled in the switch, so please provide the next screenshot after gaining web access to the Switch.

A:Find the IP address of the Switch:

How to find my Ruckus “Devices IP address” using free applications

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Device...

B:Now that you know the IP address of the Switch, in my case my IP address is 10.176.192.100, search for that IP address in the URL bar of your Web browser:

Hit login and the credentials must be

User: super

Password: sp-admin

Or test the combination

Usernames: Passwords:

admin sp-admin

super Lennar

lennar

ruckus

Ruckus!

Ruckus1

admin

password

C:Now that you have access to the Switch, let's check what is the PoE status:Please provide the screenshot

Hit port>inline power>inline power statistics

Provide the logs in case we have a PoE failure:Please provide the screenshot

Hit monitor>system log

Best regards,

Jayavidhya

Lennar Home Community

Re: No power to APs on any ports after extended shutdown / POE Failure

HN2023 — Tue, 10 Jan 2023 15:13:56 GMT

I will be testing these options tonight... I will advise my findings.

Re: No power to APs on any ports after extended shutdown / POE Failure

Jayavidhya — Wed, 11 Jan 2023 12:55:26 GMT

Hi @HN2023

Sure, Please let us know once you have tried all the troubleshooting steps.

Best regards,

Jayavidhya

Lennar Home Community

Re: No power to APs on any ports after extended shutdown / POE Failure

HN2023 — Thu, 12 Jan 2023 19:43:37 GMT

I am not tech savvy nor do I understand most of this...can someone call me....

Re: No power to APs on any ports after extended shutdown / POE Failure

HN2023 — Thu, 12 Jan 2023 19:44:56 GMT

My box Ruckus box does not have any lights at all. It's plugged in, outlet works with other devices....

Re: No power to APs on any ports after extended shutdown / POE Failure

Vásquez_Fer — Thu, 12 Jan 2023 19:51:52 GMT

Hi @HN2023

Effective November’2022, ‘RUCKUS Support for Lennar Homes customers will no longer be handled by phone or email. We will be exclusively supporting customers via this community forum support model.

If you need something to be clarify on the process, please let us know

Best Regards

Fernando Vasquez

Re: No power to APs on any ports after extended shutdown / POE Failure

Vásquez_Fer — Thu, 12 Jan 2023 19:48:16 GMT

Hi @HN2023

Please provide a picture/panoramic photo, showing the switch is connected to a power source/outlet and the lights, before uploading the photos please login to the RUCKUS account and you can upload the image.

Best Regards

Fernando Vasquez

Re: No power to APs on any ports after extended shutdown / POE Failure

HN2023 — Thu, 12 Jan 2023 20:30:35 GMT

Black cord is power, still no lights

Re: No power to APs on any ports after extended shutdown / POE Failure

Vásquez_Fer — Thu, 12 Jan 2023 23:44:12 GMT

Hi @HN2023

Could please provide a picture/panoramic photo, showing the switch is connected to a power source/outlet and the lights

Before uploading the photos please login to the RUCKUS account and you can upload the image.

Best Regards

Fernando Vasquez

Re: No power to APs on any ports after extended shutdown / POE Failure

HN2023 — Fri, 13 Jan 2023 20:40:22 GMT

Just FYI.... I did not mark this as a solution. It was intended as a response not a solution to my issue.

The issue is still outstanding, and the box still does not work. For someone who does not have a technical background this is a difficult forum for solutions and help.

Re: No power to APs on any ports after extended shutdown / POE Failure

HN2023 — Fri, 13 Jan 2023 22:58:30 GMT

I have tried several times to upload photos, but it will not attach..

Re: No power to APs on any ports after extended shutdown / POE Failure

Vásquez_Fer — Fri, 13 Jan 2023 23:24:16 GMT

Hi @HN2023

Could please provide a picture/panoramic photo, showing the switch is connected to a power source/outlet and the lights

Note : Before uploading the photos please login to the RUCKUS account and you can upload the image.

Best Regards

Fernando Vasquez

Re: No power to APs on any ports after extended shutdown / POE Failure

HN2023 — Tue, 17 Jan 2023 02:48:28 GMT

All of your "solutions" still did not solve the issue - because they were not the right solutions for my issue.

However, what did solve the issue is a $100 purchase from Amazon (not a Ruckus product) that included tech support. Ironically, it was Lennar that pointed me to this product when I TALKED to them. I plugged it in, plugged in all the hubs and everything is back working (10 minutes). The best part is I called the tech support line, and a person answered and walked me through the easy connection process. All of the hubs in my Lennar home is working perfectly.

It was a simple and cheap solution. It is unfortunate about the frustration and wasted time Ruckus caused me, but lesson learned. When there is a community forum and this many people complaining about the same issue, beware.

Now this post can be marked as the solution. Simply put save yourself time and frustration buy another product, not Ruckus.

Re: No power to APs on any ports after extended shutdown / POE Failure

Ampersand — Sun, 19 Mar 2023 18:45:39 GMT

Hello, I am having the same issue that you seemed to be having, including the frustrations from this "support forums"; May I ask the $100 purchase you ordered from Amazon to solve your issue? The assistance would be much appreciated.

Thank you!

Re: No power to APs on any ports after extended shutdown / POE Failure

HN2023 — Sun, 19 Mar 2023 19:43:28 GMT

Here is what I purchased, and works great. It was a recommendation from Lennar. I purchased service, just incase, but it was plug in and it worked. No problems..

Re: No power to APs on any ports after extended shutdown / POE Failure

Ampersand — Sun, 19 Mar 2023 19:56:47 GMT

Thank you! I will give that a shot, I really appreciate you replying, it has been very frustrating trying to troubleshoot over a forum.

Re: No power to APs on any ports after extended shutdown / POE Failure

HN2023 — Mon, 20 Mar 2023 00:06:47 GMT

Of course. This is the worst way to provide "customer service". Glad it was helpful, it worked for me. Good luck!

Re: No power to APs on any ports after extended shutdown / POE Failure

Imran_ruckus — Mon, 20 Mar 2023 16:38:14 GMT

Hi @Ampersand

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well

As this is a old post trail.

To avoid confusion with posts, you can create your own post with the problem you're facing and a detailed description of the network issue and what you've done so that we can guide you properly.

Thank you again for understanding.